Client Services Lead

Client Service Team Leader

Responsible for the workflow management, escalation support, reporting, and team member training and mentorship of a Client Service team that establishes and delivers an optimal and consistent client experience. Additionally assist the Client Service Manager in interactions with various internal sales and operations channels and external third-party service providers.

Duties and responsibilities include :

• Ensuring appropriate distribution of workload to service agents and that the team's service level agreements are met.
• Resolving client escalations, identifying root causes, and implementing operational improvements to prevent future issues. Identify processing and Interchange qualification issues and advise merchants on chargebacks, billing, and funding investigations.
• Providing team members the daily guidance, training, and support necessary to be successful in their roles and assist in building a client service and escalation team that delivers an optimal client experience.
• Reviewing statements and fees, repricing accounts, performing account maintenance, facilitating payment card industry (PCI) compliance conversations, and assisting with other inquiries as needed.
• Answering product questions related to point of service (POS) terminal products and gateways and value-added resellers (VARS).
• Assisting in developing and managing client activation and client retention programs.
• Developing and reporting on key success metrics.
• Maintaining expertise in industry trends, regulatory, and compliance requirements to support internal teams and clients.
• Performing other duties as assigned.

Basic qualifications include :

Preferred qualifications include :

Exempt status : Yes

Workplace type : Office

Compensation range : $57,000 - $113,000 annual salary

Huntington is an equal opportunity employer.